Troubleshooting Article - Unable to Access or View Plays

Overview

This article explains how to correctly troubleshoot issues related to accessing and viewing Plays. Some of the common symptoms related to this topic are:

• A Manager in Sales that is unable to view any Plays.

Workflow

Instructions

Disconnect Both; the VPN and the Antivirus

We've received some reports from some customers regarding VPN and Antivirus issues. Both are usually associated with Sync problems and Play issues.

The best approach here is to disconnect both, the VPN software and the Antivirus app, so you can test and ensure that there is no IP blocking from any of those applications. If you realize that the problem is not reproducible anymore, you may need to whitelist Playbooks IPs.

• More information about this can be found in the Playbooks IP Addresses to Be Whitelisted KB Article.

Check if there have been changes in your Playbooks instance with the Playbooks administrator

If the issue started happening recently, there is a big chance there was a recent change that might be affecting the way the Plays are observed. The following list contains the probable settings that could've been changed by the Playbooks admin that might affect the way the Plays behave:

Play Settings

• Manage Plays: Allows users to create their own Plays in the Playbooks extension and the Manager App (if access is granted).
  • Edit All Plays: Allows users to edit any play in this Playbooks account including plays that are not directly shared with them.
• Share Plays: Allows users to share plays.
• Skip a Step: Allows users to skip steps while working in a Play.
• Tag Plays: Allows users to create public tags for Plays.
• Direct Mail: Allows users to send direct mails to prospects.

You can find more information about this topic in the Creating Permission Groups KB Article.

Log out of SalesForce and Playbooks;

Log out of every single Playbooks and Salesforce instance.

• Salesforce:
  
  Click the upper-right corner (Where your user is) and click in Logout.
  
  
• Playbooks:
  
  Click the Playbooks Menu (Upper-left corner) and click on Sign Out.
  

Open an Incognito Window and reproduce the issue;

Now that you logged off from every instance, please open an incognito window in Chrome (close all other windows) and try back again to reproduce the issue with the Plays.

Log into another computer and reproduce the issue;

Change to another computer (preferably a personal computer, if possible) and try to reproduce again the issue. It is always good having a computer whose setup is different from the regular setup of the office computer. (different Antivirus, maybe a different Windows version, and a way different configuration of Google Chrome) to test this type of issue. By changing to another computer you will definitely narrow down the issue to two possible outcomes, that will be approached right after this step.

It's related to your environment. Talk to your IT team cause the problem only happens on your PC

Effectively, if you are not able to reproduce again the issue, your whole environment needs to be checked by a specialist from your IT department. At this point, if you were able to make the Plays work as intended, we confirmed also that the issue you are presenting is not related to Playbooks. 

Troubleshoot the Browser

As there are many guides on the internet about how to troubleshoot Google Chrome issues, we recommend following this (geeksforgeeks.org) Troubleshooting Google Chrome guide after Clearing the Cache and Cookies of the browser. Sometimes, it is even better to just Uninstall and Reinstall the Google Chrome Browser. 

Now it's time to reproduce the issue again. If you are able to reproduce it, then continue reading.

Extract a HAR file while reproducing the issue

You have tried pretty much all the troubleshooting steps to conclude that it needs a deeper analysis of the problem. In order to progress on the ticket, we need you to record a HAR file of the problem. This is basically like a screenshot of the things happening inside of your web browser. We have a guide for capturing one here: How to Capture a HAR file for Playbooks in Google Chrome. 

Create a ticket with Support

With the HAR file at hand, please create a support request by filling all the fields described in the Submit a Request Form. This action will create a ticket in our queue and we will allocate an Agent to quickly investigate further this issue.